Store Policies

Guaranteed Lowest Price

We want our customers to be happy. If you're not satisfied, we're not satisfied. If a competitor is selling the same size and quality with the same warranty at a lower price (including shipping costs and delivery charges), we will, upon written verification, meet that price. This guarantee is good for up to 14 days from the date of purchase provided that product has not already been installed.

Competitor's closeout, special order, discontinued, clearance, liquidation, and damaged items are excluded from this offer. Rebated offers, those requiring trade-ins, or other conditions precedent or subsequent to qualify for the lower price may also be excluded. Any conditions required to qualify for the lower price at a competitor will also be required at Stone Wood.

Our Return Policy

All sales are final on clearance items, grout, thin-set and mosaic tiles. Within 30 days, running line items are subject to a 15% re-stock fee, regardless of whether the items have been picked up or not. After 30 days, returns of running line items may only be returned with prior approval from the distributor and will be subject to the greater of Stone Wood's standard 15% re-stock fee or the distributor's re-stock fee. All refunds over $500 are subject to management approval.

Packaged materials such as accessories, wood flooring and decking, laminate flooring and tile must be returned in its original packaging and in original condition. Wood or paper materials which have not been stored in a climate controlled environment will not be accepted. We will test the moisture content of all wood flooring and kiln-dried decking prior to accepting returns. Moisture damaged product will not be accepted for return.

WE DO NOT ACCEPT RETURNS ON CLOSE OUTS, LIQUIDATIONS & DISCONTINUED ITEMS. Because of our unique purchasing opportunities, all sales of these items are final. If a product has been discontinued by the manufacturer or by Stone Wood Design Center, it will not be accepted for return.

In-stock, running line products which are defective may be returned for replacement provided we have a similar product in stock. If the product is no longer available and found to be defective, Stone Wood will make every effort to supply a similar product or provide a refund of original purchase price to the customer.

Please note that natural stone and wood materials are subject to variations in color and pattern, depending on the lot number. We encourage our customers to check lot colors before purchasing materials.

Our Claim Policy

Product claims must be made before installation. It is the customer’s responsibility to ensure they are satisfied with the product prior to beginning installation.

While industry standards allow for up to 5% of the total order to contain manufacturing or grade defects, we require that all materials are inspected for quality of manufacturing, grade, and moisture content (where applicable) prior to installation.

Claims for shortages, damaged material, or grade must be made within 5 days of receipt of material. All moisture content claims must be made within 48 hours of receipt of material.

Material which has been installed by the customer or the customer’s contractor, regardless of whether or not the contractor was referred to customer by Stone Wood Design Center, is deemed to be accepted by the customer for quality and appearance.

NO CLAIMS FOR MOISTURE CONTENT OR QUALITY WILL BE ACCEPTED IF THE PRODUCT HAS BEEN INSTALLED.

Stone Wood Design Center follows the NWFA (National Wood Flooring Association) guidelines for quality and installation. Any claims after installation will be inspected by an NWFA certified inspector at the cost of the party claiming a defect. For more information please refer your inquiries to www.nwfa.org.

Any claims found to be the fault of the manufacturer by an independent and authorized inspection agency will be promptly filed with the manufacturer and Stone Wood Design Center will provide reasonable assistance to the customer in pursuing the claim.

   

Contractor Pricing - Loyalty Program

Licensed builders and contractors are eligible to receive a discount off the posted prices for all items. Professional customers must register with their sales representative and show appropriate credentials. The discount to professionals varies based on the product line.

Stone Wood Design Center is pleased to offer a customized loyalty program to industry professionals:

  • Please contact us for further information regarding our loyalty programs.
  • All special order items are eligible for the Stone Wood Design Center professional loyalty program.

Our Special Order Policy

Materials - Flooring, Tile, Natural Stone, Trim, Mosaics

All special orders of materials must be paid for in full at the time of purchase.

Customers purchasing special order materials will be given a Stone Wood Design Center Sales Order Acknowledgement (“the Contract”) at time of payment and prior to the Company ordering the required materials.

Upon receipt of the special order items by the Stone Wood Design Center warehouse, the company will notify the customer by electronic mail or telephone that their special order material has arrived. Upon pick up by customer or upon shipment by common carrier, Stone Wood will promptly generate the final invoice to the customer and send via email, mail, fax or hand delivery.

Stone Wood Design Center will store materials for our customers for up to 90 days after fulfillment by our warehouse staff. We will notify the customer in writing of our storage policy by displaying this document.

ALL ITEMS NOT PICKED UP WITHIN 90 DAYS OF INVOICE DATE WILL BECOME THE PROPERTY OF STONE WOOD DESIGN CENTER.

Custom Jobs - Counter Tops

For custom jobs, full payment for the final job value must be made at time of order acceptance by customer, and prior to Stone Wood Design Center authorizing the fabrication or manufacturing of the product.

Fabrication or manufacturing work for counter tops will not begin on counter top or cabinet jobs until such time as BOTH the payment is made by the customer AND a Stone Wood Design Center Sales Order Acknowledgement (“Contract”) has been signed.

Stone Wood Design Center will write up custom job orders separately from any standard materials that may be required by the same customer.

All other materials required must be paid for in full at time of ordering and all standard Stone Wood Design Center policies will apply to the transaction.